Great tool to rate and improve work quality of agents.
September 13, 2022
Great tool to rate and improve work quality of agents.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Playvox
Team leads and quality analysts rate cases worked by our advisors to make sure they follow all guidelines. They have to achieve a quality goal (%), and we also highlight where they can improve and how. We use Playvox to document ongoing coaching as well; this helps us track the development of advisors.
Pros
- Quality goal tracking (%).
- Documentation and tracking of coachings.
- Possibility to see if advisors checked the monitoring/coachings.
Cons
- Not possible to see all detailed info from previous coachings.
- I cannot find quiz from previous months, unless someone sends me a link for it.
- It would be good to have a dashboard with all team members to see how many monitorings they have received in the month so far and if they have ongoing coaching.
- Track quality of work.
- Track if advisor knowledge is up to date.
- Document advisors development or lack of it.
As far as my usage allows me to say, Scorebuddy did not open room for a dispute; in case the person evaluated does not agree with the rating she/he received, there is no possibility to document coaching and follow up on development or do the quiz for knowledge check. (I used Scorebuddy 2 years ago).
Do you think Playvox delivers good value for the price?
Not sure
Are you happy with Playvox's feature set?
Yes
Did Playvox live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Playvox go as expected?
I wasn't involved with the implementation phase
Would you buy Playvox again?
Yes
Comments
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